How can I send the right message at the right time to my customers?
If you’re running a business, you’ve probably wondered: how do I get my message in front of the right person at the perfect moment—without bombarding them or missing the opportunity altogether? The answer isn’t guesswork or luck. It’s smart automation and timing.
When your marketing messages hit at the right moment, they feel personal. That’s what turns casual browsers into loyal customers. Whether you’re launching a product, nurturing leads, or trying to re-engage past buyers, timing is everything. So how can you do it effectively?
What does “the right message at the right time” really mean?
It means giving your customer exactly what they need—when they need it. Maybe it’s a reminder about an abandoned cart. Maybe it’s a follow-up thank-you after a purchase. Or maybe it’s just a nudge with helpful info before they make a big decision.
You can’t do this manually at scale. That’s where tools like Surge by Thrive come in. Surge lets you trigger emails, texts, form prompts, and chatbot messages based on your customer’s actions, preferences, and timing. No more one-size-fits-all marketing.
How do I know what message to send?
Start by mapping out the customer journey. Think about the key moments where communication matters:
- When someone visits your website for the first time
- When they download a free resource
- When they book a call or appointment
- When they abandon a cart
- After they make a purchase
- When they haven’t engaged in a while
For each moment, ask yourself: what would be helpful for the customer to hear right now? It could be a short text reminding them of their appointment, or a series of emails educating them on how your service works.
With Surge’s Email & SMS Marketing tools, you can create sequences that adjust to each customer’s behavior. Someone browsing your pricing page for the third time might get a different follow-up than someone who just signed up.
When should messages be sent?
Timing depends on two things: the customer’s behavior and their stage in the buying cycle.
Here are a few examples of ideal timing:
- Welcome messages: Immediately after a user signs up
- Appointment reminders: 24 hours before, and 1 hour before
- Abandoned cart follow-up: 1 hour later, then 24 hours later
- Review requests: 3 to 5 days after purchase
- Re-engagement emails: After 30+ days of no activity
By using Workflows and Automations, Surge handles all of this automatically. You decide the rules, and Surge does the sending.
How can automation help me personalize the experience?
Automation doesn’t have to feel robotic. With the right system, you can personalize each message based on:
- Name and contact info
- What they viewed or clicked
- Whether they’re a lead or a paying customer
- Their appointment history
- Their review or survey feedback
Tools like Surge give you access to powerful CRM and Lead Capture data that feed directly into your automation logic. That way, a loyal customer sees a different message than a first-time visitor.
You can even set up AI-powered chat widgets to answer questions instantly, and route conversations to the right next step, like scheduling a call with your team.
What channels should I use?
It’s not just email anymore. Here are the top ways to reach people at just the right moment:
- SMS: Great for reminders, short alerts, or appointment confirmations
- Email: Ideal for nurture campaigns, newsletters, or longer updates
- AI Chatbots: Perfect for instant engagement on your website
- Pop-ups or Forms: Triggered by site behavior to collect info or offer help
- Calendars and appointment tools: Used to confirm timing and reduce no-shows
Surge integrates all of these, including Custom Forms and Appointment Calendars, into one system, so your entire communication strategy works in sync.
What if I don’t want to sound spammy?
That’s the beauty of sending the right message. If it’s relevant and helpful, it won’t feel like spam. Here’s how to keep it customer-friendly:
- Only send messages based on real actions
- Keep your tone conversational and human
- Offer value (reminders, tips, answers) rather than just selling
- Give people a way to opt out or set preferences
Automated doesn’t mean impersonal. When done right, automation makes your brand feel more responsive and thoughtful—not less.
Can reviews and customer feedback play a role?
Absolutely. Asking for reviews or feedback at the right time boosts response rates and helps your reputation. With Surge’s Reputation Management, you can automatically request reviews after a successful interaction or purchase.
These moments are when customers are happiest—and most likely to share their experience.
FAQs
What if I don’t know what my customer journey looks like yet?
Start simple. Even just identifying your top lead sources and what happens after someone contacts you can help build a basic flow. Surge can help map and automate that journey.
Can I test different timing strategies?
Yes. With Surge, you can A/B test message timing, subject lines, and send delays to optimize what works best.
Do I need to hire someone to set this up?
Not necessarily. Surge’s Done-For-You team can build everything for you, or you can use templates and build flows with drag-and-drop simplicity.
Whether you’re looking to capture more leads, reduce no-shows, or convert more sales, the key is timely communication. Surge by Thrive makes it easy to deliver the right message at the right time—without adding hours of manual work to your day.
If you’re ready to streamline how your business connects with people, schedule a demo or contact our team to learn how Surge can help.